Suggestion: Freshdesk knows our helpdesk data, why not have it show us projections, e.g. predicted growth (or reduction) or ticket numbers over the year ahead, when it thinks I will need an extra agent (or have too many) based on ticket numbers and agent productivity.
Why not use the huge amount of data FD has to help support managers predict how their helpdesk will look in the future and help them plan for expansion or reduction in size. You could have alerts set up for if there is a sudden increase or drop in ticket numbers, or when it thinks your agents are struggling with load and it's time to expand the team.
